This is a specifically about the service department. We
purchased an $85,000 BLACK LABEL Aviator in December 2020. Our sales associate was awesome so I'll review her separately. We LOVE the vehicle as we
purchased an $85,000 BLACK LABEL Aviator in December 2020. Our sales associate was awesome so I'll review her separately. We LOVE the vehicle as well. This is completely about the service. We had high expectations with the "Black Label" program and opted for that in our vehicle partly for the service amenities. We have had 3 experiences now. All of them since July 1, 2021 and each of them have been disappointing, frustrating, and just horrific. It is like a bad reoccurring dream - I am at the three strikes, you are out. Our main contact has been Joe and he does NOT follow up on his word. I had to contact him numerous times to get situations resolved. Our first experience was a routine oil change and the problem was they charged us points when we had four "complimentary" oil changes with our purchase. Joe told me that was not right and it had changed in 2021. We were told one thing at the point of sales so we pushed back and they agreed to credit our points. It took me three follow up texts and over four weeks to get the points credited. Once I said I would be contacting the service manager to get a solution, they were easily credited within a few minutes. But why did it have to come to that ??? In the meantime, Joe told me through our texts he would send me his business card for any further service needs. He told me this multiple times. I finally had to pick it up myself when I drove in to have a tire fixed last week. He had 5 weeks to put a business card in the mail. Another example that follow up is not his strength! Back to the tire, Joe tole me the tire was fixed and it was a loose valve stem. Not so, as we literally had to add air for the next 10 days every day as it continued to leak. My husband scheduled for them to pick up the car and fix the tire for the second time. He worked with the service manager, Chris. We had a pick up time of 9:45 a.m. At 11:00 a.m, no contact and no pick up. My husband called and they are literally on their way now at 1:00 p.m. to pick up BUT in the meantime, I have altered my day to accommodate being home and available. They have NO respect for client's time, schedule or needs. I honestly can't even put into words how upset I am and explain all the details in a short review. We have been overly nice and given them every chance to fix the situation. When I have to spend my time following up for service, perhaps they should be paying me! They could at least offer something like a complimentary detail service in exchange for our bad service. I do want to say all the team (5 different people) that have come to our home to pick up and return our vehicle have been very good, mannerly and professional. I believe they work for a contract company other than Lincoln but they are great people. Again, it is the service team that is creating the hardship. I have 3 different contacts looking to purchase Lincoln SUV's this year and I cannot recommend them knowing the chaos that follows after you drive off the lot. Enjoy the vehicle but hope you NEVER have to have any maintenance as the true colors come out and they are not pretty! So sad customer service is a lost art when you spend $85,000.